Guest Experience Manager

Key Responsibilities

• Manage the full guest experience before, during and after stays.
  
• Deliver personalised, high-quality guest service.
  
• Coordinate wellness, spa, yoga and nature experiences.
  
• Proactively address guest needs, concerns and feedback.
  
• Generate leads through networking, digital channels, partnerships and referrals.
  
• Promote and sell wellness packages, experiences and additional services.
  
• Convert enquiries into bookings and maximise revenue.
  
• Build strong client relationships and encourage repeat business.
  
• Support marketing activities and business development initiatives.
  
• Ensure rooms, dining areas and wellness facilities are clean, prepared and guest-ready.
  
• Conduct regular facility and presentation checks.
  
• Coordinate with housekeeping, maintenance and other teams.
  
• Manage guest registrations, records and feedback forms.
  
• Maintain accurate system and administrative records.
  
• Work closely with all departments to ensure service excellence.
  
• Maintain high standards of cleanliness, safety and presentation.
  
• Identify opportunities to improve guest experience and commercial performance.
  

Requirements

• Experience in hospitality, guest relations or a client-facing role.
  
• Strong sales, marketing and lead-generation skills.
  
• Excellent communication and interpersonal skills.
  
• Strong organisational skills and attention to detail.
  
• Experience with guest administration and systems is advantageous.
  
• Passion for wellness, nature and customer service.
  
• Willingness to work and live in a remote environment.
  
• Fluent English; Swahili is an advantage.
  
• Flexible to work according to guest and operational requirements.
  
• Commercially minded, proactive and results-driven.